Inside sales and counter sales are no longer just sales support and orders takers: 

IS and CS are now considered frontline warriors that make a substantial contribution toward the company’s growth objectives.

They have become the key customer contact, the backbone of the business and the primary influence that proves the company’s commitment to service excellence. 

As an Inside Sales Manager you must never forget that you control the tip of the spear when it comes to growth and profitability. Your job is one of the most important jobs in the company. 

As an Inside Sales Manager you must evaluate existing operations from the corporate culture to attitudes, reporting relationships, support systems and making sure training needs have the proper focus of management.

The Role of the Inside Sales Manager 

As Inside Sales Manager you must understand the changing role and importance of front-line customer service operations to achieve the core mission of the business, i.e., customer retention, growth, satisfaction, and profitability. 

When managers do not envision the relationship between management practices and front-line actions, the business is not focused on meeting today’s customer demands for service excellence.

Further, as Inside Sales Manager you cannot take appropriate steps to support and train front-line personnel if you do not understand the need for the right support and training, thus core measures of business success suffer. 

The most successful businesses in any industry are those that maintain relationships through ongoing customer satisfaction earned by meeting changing customer expectations versus those that focus on new business and new sales but lose existing customers.

The importance of customer retention and its relationship to profits and growth through existing accounts penetration and through referrals from existing satisfied customers is well documented.

Rick Johnson, expert speaker, wholesale distribution’s “Leadership Strategist”, founder of CEO Strategist, LLC a firm that helps clients create and maintain competitive advantage. Need a speaker for your next event, E-mail rick@ceostrategist.com. Don’t forget to check out the Lead Wolf Series that can help you put more profit into your business.

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